Sytel Appoints Head Of International Advisory Board

September, 2006

Sytel Limited has appointed Tom Rocca as a Director on its International Advisory Board (IAB), tasked with advising call center organisations on best practices for dialers.

Sytel Limited has appointed Tom Rocca as a Director on its International Advisory Board (IAB). The IAB is tasked with advising call center organizations both in the US and globally on best practices for dialers.

President of the American based KPI Group, Tom has over 25 years in customer service and sales technology re-engineering for call centers. A former chairman of the American Teleservice Association (ATA) and currently an active ATA board director, Tom is a frequent speaker at customer service and consumer affairs seminars focused on contact center technologies, Tom is widely respected for his vision and authority within the industry.

Commenting on his appointment, Tom said; “This is an exciting opportunity for me and I am very pleased to be associated with Sytel. Their contribution to dialer technology is well known and combining this with the KPI Group’s experience in recommending and implementing best class solutions to the contact center industry makes for a pro-active working relationship.” 2 Tom’s initial role will be to work with Sytel in exploring new markets and advising potential users on best practices and implementations, when considering call center solutions.

Michael McKinlay, managing director of Sytel Limited adds; “We are delighted to welcome Tom to the International Advisory Board. He brings with him a wealth of experience and we are confident that he will make a significant contribution to the continued global success of Sytel.”

Based in the UK, Sytel Limited provides call centre solutions to organisations in over 30 countries. In the outbound world, its predictive dialer, Softdial Plugin®, is recognised as being the leading dialer for delivering effective performance under compliance. Sytel has campaigned in all major markets for responsible rules for predictive dialers and acts as adviser on dialer regulations to many national marketing and government bodies around the world.

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Sytel Limited develops and supplies Softdial Contact Center® (SCC) - multimedia, multichannel, fully blended cloud contact center solutions.

Available by subscription as CCaaS, fully managed and supported by Sytel, or for quick and easy deployment by partners and enterprise users.

All Sytel cloud components are secure, resilient and scale seamlessly from 10 agents to 10,000+, whether local, mobile or remote.

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Blended Media Desktop

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Work Anywhere

Browser-based tools, no software installation required

Customise, Localise, White Label

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Integration via APIs

‘Swap out’ components and integrate with 3rd party apps

World Class Development

Continuous evolution pushing technical boundaries

Capabilities

Softdial Contact Center™ (SCC) is designed to be flexible, extensible and scalable, integrating with any legacy equipment, and meeting the most complex of requirements.

All Media Channels

Voice, chat, email, social, etc - fully integrated and blended

Agent Multi-Tasking

Work with multiple live contact sessions of any media channel

Dynamic Workforce Management

Automated, ‘best available’ decisions to manage agents and balance work load, across all media channels

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound Routing

Smart rules and 'best-available' decisions to drive great customer service

Agent Scripts

Help agents achieve and maintain excellence

Voice and Screen Recording

See and hear exactly how agents are interacting

Analytics and Data Feeds

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IVR, Bots & Conversational AI

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Customer Journey Tracking

Stored customer contact history, to aid routing and add context to conversations

Modules

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Softdial One™

Highly flexible unified web UI for agents, supervisors and administrators

Softdial Scripter™

Create complex process flow scripts for agents, IVR, chatbots and other applications

Sytel AI Dialer™

Maximum predictive dialing performance, under any compliance rules

Softdial Pathfinder™

Precise routing rules for ‘best available’ connection

Softdial Media Server™

Core telephony functions to manage all inbound/outbound SIP calls

Softdial Reporter™ 5

Fully customisable performance stats, charts and reports, across all channels

Softdial Publisher™

Comprehensive data output to build your own reports

Softdial Recording Monitor™

Audio and screen recording of agent activity to ensure the highest standards

Softdial Campaign Manager™

Automation to optimise any outreach strategy

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

Flexible ‘no contact’ rules to protect contact center and consumer

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Best-of-breed predictive dialing with CATI integration

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